Transformed & Operationalise world class Command & Control Central for Maersk in Asia

ITIL Expert and Prince 2 Practitioner with 13+ years of experience in Project Management, IT Infrastructure Management, Operations, Audit, Transition & Transformation, Service Delivery, technical expertise in the implementation of Cloud platform and support functions. Part of IT 2020 strategy and successfully leading various projects to reduce the IT run cost on yearly by 15%. Formulated & implemented the process vision and design, enhancement strategy and transition strategy. Actively participated in IT infrastructure planning, cost control & ROI Analysis. Strategized and executed Telecom optimization within the organization.  Established QMS for Production & Development services. Key role in managing vendors for range of environment services across DXC, Infosys, BT and Capgemini. Lead Infrastructure Environment Service function for multiple applications managed by vendors. Ensured timely completion of various development & tests facilitating operations and non-operations signoffs. Oversaw weekly review of service availability of critical applications and SAP systems. Lead project on Self-healing (processes & applications) and SWOT Analysis. Recognized key operational risk and establish control measures to enhance detection & mitigate the risk Planned and organized client and internal senior management reviews on weekly, monthly and quarterly basis with adherence to stakeholder’s expectations. Established Global metrics & Scoreboard across all the verticals Accredited with leadership appreciation for setting up ITIL CoP (Community of Practice) at Pune including training, knowledge and best practice sharing being launched globally. One of the key projects delivered in transitioning the business tool from HPSM to Service Now. Worked with core team members in tool integration and various enhancements in SNOW. Oversaw resource allocation and setting up communication channels across the organization.

As Service Transition Manager from Oct`14-Feb`15 Lead successful closing of KPMG audit with 0 NC’s and observations (assigned by Network Operations Delivery Manager). Accomplished client’s sign off against revised and negotiated CSAT target of 85% instead of client’s projected target of 90% (last 6 months) 0as Transition Quality Manager.  Established SLA framework, requirement gathering and sign off of SLA/KPI’ for the project in transition (T-Mobile). Spearheaded team of 13 members managing key clients like Polska Telefonica T-Mobile, etc.  Efficiently implemented Unified Transition Framework for new projects. Lead daily transition activities with all stakeholders including various vital clients.  Reviewed detailed project planning ensuring timely completion assured following of escalation of process at all levels. Strategized and conducted audits assuring meeting of quality norms like ISO-20000 & CMMI L5 criteria’s by projects. Initiated daily and weekly connect with client and stakeholder’s to manage interdependencies smoothly Handled SLA/KPI documentation and agreement from customers. Significantly contributed to organizational QMS through successful enhancement, modification and deployment of standardized framework to execute transitions across teams involving process, procedure, SOPs and checklists.

PROFESSIONAL PROFILEA technocrat with 8 years of experience in: - IT Business Analysis, - Infrastructure Planning & Execution,- IT Security Management,- Project & Program Management, - Vendor Management,- Service Delivery,- Budget & Cost Optimization,- Strategic & Tactical Planning,- Risk Management,- Data Center Operations,- Disaster Recovery Management, - IT Operations, - IT Road map Creation,- Resource Planning,- Data Governance Strategy,- Customer Satisfaction,- Team Management, - Process Improvement, AREAS OF EXPERTISE - MANAGERIAL  Deft in determining both Technical and Business goals in consultation with top management technological direction of organizations.  Possess broad competence in strategic management of technical matters with the distinction of launching and driving new IT initiatives, re-designing IT infrastructures and achieving organizational objectives.  Proficient in IT infrastructure management, technology resource administration with experience of establishing vendor networks, forging strategic alliances & partnerships. Proficient in leading dedicated teams for running successful process operations with proven ability of achieving service delivery / organizational targets. Insightful knowledge of business process analysis and design, re-engineering, process rationalization, cost control, capacity planning, performance measurement and quality. Worked in business processes aligned with ITIL best practices & Six Sigma recommendation standards Strong problem solving & technical skills coupled with confident decision making for enabling effective solutions leading to high customer satisfaction and low operational costs.  Understanding of business process operations and objectives to utilize the knowledge on engagements / analyze workflow to design solutions (As-Is & To-Be Analysis and Freezing).

[A] Ownership and Responsibility• Initiated Root & Cause, Analysis(RCA) for all escalation send to the project.• Have set a bench mark to the client with detail RCA done on few critical issues.• Researched and increased the process knowledge of the Team.• Part of the weekly call with Client, SDM and Project Leads.• Appreciated by client for seamless team handling. • Takes cares of various Reports which is send to the Team & Client.• KM(Knowledge Manager) for the Team, which includes :1) Brief line knowledge share through emails send to the Team DL.2) Prepare document and convert them to a Knowledge Base.3) Planned Training sessions at various stage to promote • Block C(Low Productive) Analyst to Block B(Average Productive) Analyst.• Block B Analyst to Block A(Highly Productive) Analyst.• Block A Analyst to prepare for the next role.4) Interacts with Client with new projects, and sole responsible to implement them successfully to Production.[B] Projects Involved1) DFS (Distributed File System) Sole responsible and Owns all UAM DFS issues. Works with client and Wintel(Server) Team with critical DFS issues.2) Lotus Notes Trained the entire batch with Lotus Notes during the time of UAM-EU Project Transition. Was a single point of contact for Supervisor, SDM & Client with all critical issues with this application. Research & Analysis : Increased the scope of support for Lotus Notes. 3) IES (Internet Enabled Services) Took care of IES issues for UAM EU and LA region. Involvement in all research done on IES issue. Designed IES process flow for EU and the document got signoff from the client.

Incident Management includes the following activities:Logging an Incident RecordVerifying the Incident Record to reflect the current status of the IncidentIdentifying priority of the IncidentAnalyzing the Incident and assisting Incident determinationPerforming notification/communication to appropriate partiesGathering appropriate team members and business partners to assist in resolving incidentsImplementing a workaround or resolution for the Incident to perform recovery of the service (through Change, as required)Updating the Incident Knowledge Base to assist with future Incident and Problem investigation and diagnosisClosing the Incident RecordProviding management of the lifecycle of Incidents (including reception, logging, acknowledgement, classification, response, tracking and reporting) for components involved in the provision of IT serviceProviding a method in which Incidents are reported by users or discovered within the IT organization by automation or peopleHandling (automatically or with human assistance) of system events that have been identified as Incidents by the Event Management processParticipating in the procedures defined for handling Major IncidentsInitiating Problem Management when the root cause of the Incident has not been identifiedWorking with other processes to implement the workaround or resolution for the Incident, for example, Change Management; Incident Management monitors and records the progress and results of the solution implementationCustomizing / maintaining the Major Incident Management planCoordinating recovery from a Major Incident supporting business unit response [integrating internal GCS process]Participating in Incident and Problem resolution